Head of Customer Service
The Department: Support
Gemini’s Customer Support Team is a highly skilled and dynamic group dedicated to providing exceptional customer service. Each team member plays a crucial role in ensuring that customers receive the best possible experience when seeking assistance, asking questions, or sharing feedback. The Gemini Credit Card and Exchange teams are expanding their presence with a regional office to better align customer support divisions. Collectively, these teams efficiently handle all inbound phone-based service requests and communications for the Gemini Credit Card and email-based requests for Gemini Exchange.
The Role: Head of Customer Service
As the Head of Customer Service, your role will be a combination of “getting your hands dirty” and management responsibilities within an inbound contact center. You will be expected to lead the workforce management function, partner with the Operations team with forecasting and building team rapport.
This role is required to be in person five days per week at our Scottsdale, AZ office.
Responsibilities:
Design, implement and scale long-term customer service strategies that align with Gemini’s growth and brand values
Translate strategic direction and goals from the Director into actionable plans for the operations team
Lead workforce management, including time cards, scheduling, and headcount management to ensure seamless coverage and business continuity
Identify and resolve operational inefficiencies
Resolve high-priority and complex customer complaints, and negotiate solutions for critical escalations
Hire, train, mentor and evaluate customer service managers, team leads, and support agents
Lead local shift managers and global team leaders, empowering them and their teams to hit performance targets through coaching, training, and recognition
Foster a proactive, high-performance team culture focused on continuous improvement and customer satisfaction
Partner with Product, Sales, and Marketing teams to feed customer feedback into product roadmaps and retention campaigns
Collaborate with the global operations teams, legal, office management, and security to ensure compliance with company and local policies
Minumum Qualifications:
Minimum 15+ years in customer support management, with at least 3-5 years in a senior leadership role
Proficiency in Google applications (Sheets, Docs, Slides)
Deep familiarity with modern helpdesk software, CRM systems (Zendesk), and data analytical tools
Experience with key metrics reporting
Strong communication skills and a dependable team-player attitude
Ability to adapt quickly to new information and changing environments
Passion for delivering excellent client service with integrity and a proactive approach
Preferred Qualifications:
15+ years of experience in the banking or financial industry
10+ years of client service experience
Associate Degree or higher
It Pays to Work Here
The compensation & benefits package for this role includes:
Competitive starting pay
A discretionary annual bonus
Long-term incentive in the form of a new hire equity grant
Comprehensive health plans
401K with company matching
Paid Parental Leave
Flexible time off
At Gemini, we strive to build diverse teams that reflect the people we want to empower through our products, and we are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Equal Opportunity is the Law, and Gemini is proud to be an equal opportunity workplace. If you have a specific need that requires accommodation, please let a member of the People Team know.
#LI-MW1